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Manager of Customer Success (Nordics)

Trustpilot

Trustpilot

Customer Service, Sales & Business Development
Copenhagen, Denmark
Posted on Thursday, July 6, 2023

We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way — but there’s still an exciting journey ahead of us. Do you want to join us at the heart of trust?

Overview:

We’re the leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. Denmark is our home market, and Trustpilot is rapidly expanding in our Nordic markets. Therefore we are looking for a Commercial leader to manage and support our Nordic Customer Success Team. A leader who can be a key contributor to developing our position in the Nordic markets. If you are an experienced commercial leader, with Go to Market experience, passionate about leading and scaling commercial teams as well as achieving great customer experience and retention results - this role is for you!

As part of our European Customer Success team, you’ll play a pivotal role in ensuring that people around the world continue to see Trustpilot everywhere! You will be part of the CS management group and have five peers who are in a similar role looking after our other European markets. You will be responsible for coaching and developing a team of 10-12 Customer Success Managers who own the relationship with our clients across various industries, from the point of paid subscription.

Our Customer Success Team is managing an array of accounts from small / mid-market through to Enterprise. From after-sales customer journey, making sure of a flawless experience to value delivery and longevity of the business.

As a leader within our Customer Success team, your priorities will be advocating for both your team and their client base and ensuring the very best customer experience at all times. You will encourage a collaborative and productive work environment, and your daily tasks will include forecasting revenue, identifying new revenue opportunities, managing churn or risky accounts, and ensuring our clients receive optimal touchpoints from the team throughout their lifecycle.

We are a global organization and the head office is based in Denmark, Copenhagen. You will have the opportunity to collaborate cross-functionally with stakeholders based in our head office.

What you'll be doing:

  • Inspire, lead and create an environment with high engagement where Trusties can reach their full potential. Set the stage and direction for your team, ensuring we are delivering against our High Performance retention goals.
  • Coach, develop and manage a team of Customer Success Managers who own the customer relationship from the point of paid subscription, through to renewal.
  • Own your team composition, building and scaling according to the Senior leadership plans
  • Drive performance management and be responsible for supporting your team’s career development and personal development plans. Nurturing a positive team environment where Trusties can be themselves
  • Collaborate with our new business colleagues to support pre-sales activities and successful handover from new business to customer success
  • Support the development of our evolving processes and provide feedback on development opportunities, always driving efficiency and working closely with our Sales Operations team
  • Work closely with other internal departments such as Product, Partnerships, and Marketing to represent Customer Success and be the voice of our customers. Influence product development and other initiatives in the best interests of our clients.
  • Leading by example, you will be responsible for building and nurturing your team culture in alignment with Trustpilot values. A team where all are embracing and leaving by our values of being ‘Positively human’, ‘Open to all’, ‘Collaborative’ and ‘Always with integrity’.
  • Be a Trustpilot Ambassador in the Nordic market. Presenting Trustpilot vision and benefits at trade shows, fairs, press and other external events.

You will own full responsibility of the Trustpilot Nordics book of business and recurrent revenue, hence:

  • Manage ambitious team targets built around product adoption, retention and net new revenue, and motivate your team to over-achieve these.
  • Set the overall vision and strategic plan for your team, aligned with Senior Leadership, focusing on driving product adoption, leading a positive customer experience, and driving growth through renewals and retention improvements.
  • Support the Customer Success Managers to build renewal forecasting, coverage plans, and account opportunities.
  • Lead & Pioneer expansion of new opportunities within existing accounts from solution development to cross-selling and upselling opportunities.
  • Drive customer outcomes, optimal product adoption, while maintaining a flawless Customer eXperience.
  • Securing the customer’s experience maintains your key focus! Maintain this ethos in your team.

Who you are:

  • A solid understanding of the Nordics markets, especially Denmark and Sweden
  • Proven experience of successfully leading a commercial team. From owning a budget, delivering on KPIs, driving high engagement and performance.
  • A passion for Business development & Customer Success. A thorough understanding of renewal processes, contract negotiation and customer lifecycle management
  • A growth mindset - you’re always looking to better yourself and we can give you the platform to do it
  • Thrive working in a fast-paced, innovative, multi-disciplinary environment.
  • A minimum of 5 years experience managing, developing and scaling a Sales or Customer Success team within a SaaS company
  • Experience in eCommerce, SEO, SEM or Digital Marketing and data analysis strongly preferred
  • Ability to build and maintain strong relationships with multiple stakeholders
  • A match to our values of being ‘Positively human’, ‘Open to all’, ‘Collaborative’ and ‘Always with integrity’.

We are:

  • Passionate about what we do. Our Customer Success team is super collaborative, diverse, and it’s a fun place to work.
  • Our culture is fast-paced and our employees grow as we do. You’ll have plenty of personal development and coaching opportunities.
  • Ideas people. We encourage our employees to think outside the box and always champion new ways of working

What's in it for you?

  • A truly mission-led business that will create a universal symbol of trust.
  • A challenging and equal opportunity workplace with diverse perspectives and ideas
  • A high performance culture empowering employees and leaders to deliver highly ambitious goals while growing and developing their careers.
  • The chance to join a global market leading tech company
  • Part of a truly international and diverse environment
  • Team and company wide socials and incentives
  • A lucrative commission structure, company bonus and benefits
  • Hybrid working model ⅔ days on site and the rest working from home
  • 25 days annual leave; after 12 months of continuous service you will be entitled to 5 days extra annual leave
  • 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
  • At Trustpilot we care about your well-being; you will have full access to apps such as Headspace, Blinkist & LinkedIn Learning
  • Paid parental leave
  • Newly renovated central office with a laid back vibe and a constant buzz of different languages being spoken everywhere you go. It’s complete with a coffee bar, canteen and table tennis and has a wide variety of refreshments available.

#LI-KW1

About Trustpilot

At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers.

We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense.

A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.

Join us at the heart of trust.


Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religion, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.